Guest Experience Analyst

Pyramid Global Hospitality

20h•Onsite

About The Position

The Guest Experience Analyst is the Guest Experience Champion responsible for monitoring, analyzing, and responding to all forms of guest feedback, including online reviews, social media comments, and internal guest satisfaction channels. This role serves as the voice of the guest across departments and ensures that feedback is acknowledged, shared with relevant teams, and used to drive continuous improvement. The ideal candidate will be both analytical and empathetic, with a passion for hospitality, storytelling, and protecting the brand’s online reputation. The OKANA Resort is part of Pyramid Global Hospitality, a leading hospitality company that offers career opportunities and has a steadfast commitment to putting people first.

Requirements

Must be available to work a flexible schedule to include nights, weekends and holidays
High school diploma or equivalent
Previous hotel or resort experience preferred
A strong desire to make an impact on other people
An outgoing and engaging personality
Computer skills
Excellent verbal and written communication skills
Ability to work in a fast-paced setting
Ability to stand for the duration of the shift

Responsibilities

Monitor, collect, and analyze guest reviews from platforms such as Google, TripAdvisor, Expedia, Booking.com, Yelp, and others.
Respond to all online guest reviews and social media comments in a timely, professional, and brand-aligned manner, showing empathy and a commitment to service recovery where applicable.
Track social media mentions, hashtags, and tags related to the resort, engaging with guests and flagging opportunities or concerns.
Create weekly and monthly feedback reports with insights and trends for leadership and operational teams. Highlight praise, concerns, and areas for improvement.
Partner with department heads to ensure timely resolution of guest concerns and that positive feedback is celebrated and shared.
Champion the “voice of the guest” across the resort, ensuring that guest feedback is central to operational planning, training, and service culture.
Double check daily VIP arrivals ensuring room assignment, welcome amenities are set, readiness of the room and do final VIP room inspections. Flag to other departments whatever support is required, e.g. Retail amenities, Waterpark cabana reservations, restaurant or SPA reservations, etc.
Champion for post stay guest support to include assisting with billing concerns, after stay service recovery efforts, creating Revinate tickets and delegation for action to the various operations leadership team.
Develop and enhance processes for capturing and responding to guest feedback internally, ensuring all touchpoints (email surveys, QR codes, follow-up calls) are optimized.
Interact with people according to Pyramid Global Hospitality’s values, which are centered around putting associates first.
Instill a servant culture which is focused upon partnering and supporting all members of the team.
Meet service quality standards that affect guest satisfaction; respond to guest questions or problems in a timely, professional manner.
Meet the hotel standards for work procedures, dress, grooming, attendance, and punctuality; report to work and return from breaks on time; give advance notice when absence is anticipated; require typical amount of supervision; accept work assignments without complaints.
Accept opportunities to learn new skills, improve performance or cross-train for other hotel positions; solve routine problems that occur on the job; ask questions when not sure how to complete something; learn new skills as quickly as most others in the same job.
Be alert to hazards and responsible in carrying out hotel’s safety, security, and emergency procedures; suggest ways to improve safety conditions that reduce or prevent accidents and injuries; participate on safety committee or other special projects for safety; actively seek and report potential security risks or hazardous conditions.
Respond to guest requests for assistance and information professionally and promptly, demonstrate knowledge of local area and attractions; maintain daily logs; coordinate deliveries with other departments; coordinate transportation needs for guests, refer only attractions, restaurants and events of acceptable quality.
Have knowledge of the Hotel’s daily operations, banquets, meeting room rates, functions of the day, hours of operation and surrounding area.
Maintain work areas clean and organized.
Log all activities including guest comments.
Provide information to guests about the local area to include directions, places to eat, attractions, transportation, shows and childcare.
Report all unsafe conditions immediately.
Respond to requests from guests for assistance and information.
Communicate special events, guest needs and other items of interest to employees.
Deliver messages for guests.
Ensure that food presentation is stocked, fresh, and presentable.